jetstar's deplorable service!

[NYCguy]

I think there is room for Jetstar to be a bit more forgiving and savvy in their treatment of errant passengers.

I understand your point, but it brings us back to the question of where to draw the line! If the airline gives late-arriving pax a grace period under certain circumstances, then there would undoubtedly be complaints like "well, we arrived only 2 minutes outside the grace period, so let us on the plane and don't be unreasonable".

Having said that, there is no excuse for ANY employee being rude to the customers, particularly those who are paid to work in customer service roles. Sounds like OneStar needs to send a few people for retraining, preferably without paying them for the time they spend revising how to act when dealing with the people who (otherwise) pay their wages. That might shake things up a little!

 

[Yada Yada]

Does this promise extend to Jetstar delivering on-time departure for each and every flight ?. Passengers are expected to show understanding for any flight delays or mechanical failures - why is it not possible to exercise commonsense and allow a bit of lattitude for pax who may be slightly late ?.

Just as there are numerous reasons beyond Jetstar's control which may delay departure, so for many passengers there are unforseen circumstances which delay their journey to the airport - I think there is room for Jetstar to be a bit more forgiving and savvy in their treatment of errant passengers.

I've been delayed a few times recently trying to drive into SYD domestic early weekdays mornings. One day it was a broken boom gate in the main entrance to the carpark. Last week it was a serious car accident outside T2 which blocked the entire upper deck. Both situations created havoc and I imagine a number of people missed flights.

The airlines aren't responsible for these situations and should not have to bear the cost of rebooking pax onto other flights if those pax have purchased the cheapest fares that do not permit late arrival/rebooking.

 

[mabunji]

The airlines aren't responsible for these situations and should not have to bear the cost of rebooking pax onto other flights if those pax have purchased the cheapest fares that do not permit late arrival/rebooking.

.... and as a passenger I have no control over the airlines policy with regard to maintenance, having backup aircraft available, having additional crew rostered for sickness etc,etc,etc.

I'm quite happy to live in a 'no excuses' culture - I simply believe it should extend to both parties.

 

[turtlemichael]

Does this promise extend to Jetstar delivering on-time departure for each and every flight ?. Passengers are expected to show understanding for any flight delays or mechanical failures - why is it not possible to exercise commonsense and allow a bit of lattitude for pax who may be slightly late ?.

Just as there are numerous reasons beyond Jetstar's control which may delay departure, so for many passengers there are unforeseen circumstances which delay their journey to the airport - I think there is room for Jetstar to be a bit more forgiving and savvy in their treatment of errant passengers.

In buying a ticket on Onestar we all know, or should reasonably know, that the flight might be delayed, that if it's delayed the delay may be substantial and we may be "on our own" at considerable inconvenience, that if we are late for whatever reason they'll not let us board and that the terms and conditions of the contract are strongly weighted in Onestar's favour. If knowing all that and still agreeing to buy a ticket we should have no recourse if one of the above tragedies does occur.

All of us have bought flight tickets, and may other items, without reading the fine print. The consequences are on our shoulders. The bottom line is if we want to reduce the risk of one of the tragedies affecting our travel plans, we do not fly with Onestar or indeed anybody else who has such practices.

 

[simongr]

I understand your point, but it brings us back to the question of where to draw the line! If the airline gives late-arriving pax a grace period under certain circumstances, then there would undoubtedly be complaints like "well, we arrived only 2 minutes outside the grace period, so let us on the plane and don't be unreasonable".

Having spent over a week without my bags because the AA employee was unable to give me any time to get my bags from somewhere in the baggage hall - this is not just a JQ "issue".

 

[mabunji]

..... where to draw the line! If the airline gives late-arriving pax a grace period under certain circumstances, then there would undoubtedly be complaints like "well, we arrived only 2 minutes outside the grace period, so let us on the plane and don't be unreasonable".

I guess thats pretty much at the heart of the argument.

I have only been late for Check In once - Singapore Airlines. I had allowed an additional 45 minutes for the journey in the early morning - a cancelled ferry and late running train meant that I arrived at SYD 40 minutes before departure. I got a smile and a 'that's fine' (I'm guessing I looked so desperate and stressed they took pity on me !). I was horribly late and fully expected to be denied boarding - from their side they realised that there was still time to process me and adopted a reasonable attitude (and gained a pax who loves them to death and extends loyalty in future travel plans).

Difficult - I guess it is pretty much a judgement call.

In Jetstars case I suspect that gate staff have no flexibility and are not able to make a judgement call. FA's are paid commission to encourage sales of food and drinks on board - from Jestars perspective this is not 'chump change' but a source of revenue that they budget for. Similarly I suspect that fees extracted from passengers is a budgeted item that feeds into their pricing model.

(And yep it still does not excuse rude behaviour from staff).

 

[Yada Yada]

.... and as a passenger I have no control over the airlines policy with regard to maintenance, having backup aircraft available, having additional crew rostered for sickness etc,etc,etc.

Yes, but when you buy your ticket you have to agree with their terms & conditions before paying. Not saying it is good but that's the way it is.

 

[mabunji]

Yes, but when you buy your ticket you have to agree with their terms & conditions before paying. Not saying it is good but that's the way it is.

Puts me in mind of the banks. All banking products have 'terms and conditions', and for a long time the banks hid behind this and charged like wounded bulls.

In the past few years the banks have learned to adopt a more sympathetic response (although they still have a way to go). Staff have a certain amount of discretion and can waive or adjust fees if they feel it is appropriate with regard to the customers circumstances (while still penalising the reckless and stupid).

Took a long time, but it appears that the banks are finally starting to realise that there is more to be gained attempting to foster customer loyalty and good press.

Here's hoping Jetstar get the idea soon.

 

[oz_mark]

Here's hoping Jetstar get the idea soon.

I doubt it. The EU had to introduce pretty brutal laws to pull the airlines into line.

 

[d15.in.oz]

I doubt it. The EU had to introduce pretty brutal laws to pull the airlines into line.

Some Australian airlines, don't even offer the ability to "change names" on their cheapest fares, let's hope they're next on the hit list! At least Jetstar allows it!

 

[oz_mark]

Some Australian airlines, don't even offer the ability to "change names" on their cheapest fares, let's hope they're next on the hit list! At least Jetstar allows it!

Hmm, I know of one Australian Airline that states name changes are not permitted on business class fares.

 

[agfox46]

The JQ A330's have 31" pitch (the same as when they were with QF) however the A320's only have about 29" pitch so yes, the seating is better. The crew on JQI are also largely Asian based so one can pretty safely assume they'll offer superior customer service to the Australian crews on JQ.

Thanks for that information. It may be worthwhile upgrading to Start Class with the 38" pitch